Case Study: Tucows (global Internet services company) boosts live chat efficiency and customer satisfaction with Zendesk

Tucows - Customer Case Study

Tucows, a Toronto-based global Internet services company, organized its customer experience around its contact center and a 110-person, multi-functional support team spanning four locations. As the company scaled across brands and channels, it struggled to maintain service quality—especially in live chat, where an early emphasis on maximizing chat volume led to lower customer satisfaction.

Tucows addressed this with better tools (Zendesk, Zopim, Five9), broad training, and a channel strategy that gives customers clear choices (replacing the homepage phone number with a Help button). They also “rightsized” chat loads based on agent ability (fewer chats for new agents, more for senior staff), which restored service quality, increased customer uptake of chat, and set the team up to expand into mobile and SMS support.

Tucows

Ross Rader

Vice President of Customer Experience